A general service assistant and his wife who missed their scheduled umrah (minor pilgrimage) in January have been awarded a partial refund by the Consumer Claims Tribunal in Johor Baru.
Muhammad Ziyad Md Tah, 31, and his spouse were supposed to travel from Jan 14 to 22 to Mecca in Saudi Arabia, but the travel agency failed to provide their itinerary nor flight tickets by end of last year.
They had made their booking in November 2025, paying RM13,980 for two packages via bank transfer, with the first payment of RM6,990 on Nov 20, 2025, followed by a second payment of RM6,990 the next day.
Muhammad Ziyad said the travel agent, which operates an office in Bandar Dato’ Onn, Johor Baru, gave them an umrah slot from Jan 14 to 22.
“We even attended a one-day umrah course at Masjid Taman Daya together with 25 other people, who were also going on the pilgrimage,” he said.
“We were supposed go on the trip from Jan 14, but it did not take place,” Muhammad Ziyad said when met outside the Johor Consumer Claims Tribunal at Menara Ansar.
He said they were supposed to board a flight at 10am on Jan 14 from Kuala Lumpur International Airport.
Muhammad Ziyad said he came across a social media video uploaded by a woman from Johor Baru who was taking a similar trip with her mother on Dec 27, 2025.
He said the woman and travel agent had an argument with the latter demanding extra money for flight tickets from the departing group.
“The group was unhappy as the RM6,990 package they took was inclusive of flight tickets, accommodation in Mecca and Madinah, meals and transportation,” he said.
Suspecting something was amiss, Muhammad Ziyad went to the travel agent’s office a few days later and demanded for a full refund.
The company refunded only RM6,990 on the same day.
Muhammad Ziyad said the company issued an official letter stating that it would refund another RM4,990 by the end of January, but he received nothing.
He added that he and his wife were eventually able to perform their umrah at a later date from Jan 18 to 27 through another travel agent based in Kuala Lumpur for a similar price.
Tribunal president Hafez Zalkapli ordered the Johor Baru travel agent to refund RM4,990 to Muhammad Ziyad in two weeks.
Those who need assistance regarding tribunal matters can call 07-227 1566/ 1766, or visit the office at Level 17, Menara Ansar, Jalan Trus, Johor Baru.
